Milton Keynes Council — case 202016940

REPORT COMPLAINT 202016940 Milton Keynes Council 22 September 2021 Our approach Under our early resolution process, the Ombudsman works with the resident and landlord to explore the issues in dispute, identify the matters that remain outstanding and assist in reaching an agreed settlement. The complaint The complaint concerns the landlord’s handling of: Reports of ASB A request for a fence to be erected Determination (decision) In accordance with paragraph 55 (c) of the Housing Ombudsman Scheme, the landlord has made an offer of redress to the complainant which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

How the complaint was resolved Paragraph 55 (c) of the Housing Ombudsman Scheme states that: “At any time, the Ombudsman may determine the investigation of a complaint immediately if satisfied that the member has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily. This will result in a finding of ‘resolved with intervention’.” The Resident raised a formal complaint to the Landlord, about its handling of reports of antisocial behaviour.

The resident explained that she was seeking a two meter fence to establish a boundary in the front garden. The resident explained that the landlord had erected a one meter fence, but that this had not helped alleviate the antisocial behaviour. The Landlord provided its final complaint response on 4 May 2021. The landlord acknowledged the request for the fence and explained that it had referred this to its planning department for approval. It hoped to grant the resident’s request and would then complete the works as part of its planned fencing program.

The Resident asked this service to investigate the complaint during a call on 10 August 2021. The resident said that she was seeking the installation of a two meter fence along the boundary of her front garden. This Service contacted the Landlord and explained the resident’s outstanding issues and outcomes being sought and asked the Landlord if it wanted to engage in our mediation Process. The Landlord responded to this Service and informed us that it was willing to offer the below to resolve the dispute: For a two meter fence to be erected along the boundary of the resident’s front garden Therefore, following the intervention of this Service and in accordance with Paragraph 55(c) of the Housing Ombudsman Scheme, the landlord, by providing an offer of works, has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

Recommendation The Landlord to contact the resident within four weeks of the date of this determination, to provide information about when the fence will be installed, copying this Service in.